GTBank’s systems upgrade intended to make transactions seamless and as well bolster its digital prowess that would further endear it to customers has rather turned to weeks of frustration and social and business disconnections.
The exercise that was supposed to last for few days have continued to leave trail pf agony and disappointments as customers are faced with daily service disruptions, embarrassment as transactions are without history as well alerts.
In some cases, previous alerts are sent, creating false balances that have in most cases left some customers stranded and embarrassed.
“Alert delays, service disruptions and other issues are what the bank is battling to resolve presently and they are general problems which might be resolved possibly, latest by weekend,” says a staff of the bank, responding to complaints from a customer.
Also, the online Whatsapp engagement platform provided by the bank for recorded responses as well as online contact numbers were observed by some customers to be frustrating and time, resources consuming
”Dear ..
Welcome to GTBank Customer Support Platform.
Due to the ongoing upgrade of our core banking application, you may experience some difficulties with some of your transactions. Please be assured that this will be resolved once the upgrade is completed.
An update will be provided upon completion of the upgrade.
We apologize for any inconvenience.
Please select the corresponding option from the list below should you need more help,” Whatsapp recorded message response from the bank to customers.
The development, affecting millions of customers, and happening at a time of general apathy towards banks, following alleged unauthorized withdrawals and deductions, analysts say, could have adverse effect on the bank’s brand equity and consequently, customer base.
Infact, one of the customers told metrobusinessnews.com (MBN) about yet to be resolved transaction delays, disappearing account balances, and surprise debits.
“All I got from the bank after several times is, ‘we are sorry as the issues are general as a result of our systems upgrade and will be resolved very soon'” he said.
Visits to some branches in Ikeja, Lagos witnessed long qeues at the customer sections of the bank as well as at the ATMs, even as they were wearing long faces due to long waiting either for transactions or to be attended to by the staff.
“Getting the attention of the bank online from home impossible, at their branch here in Ikeja, difficult. This is not speaking well of the bank and I think the message there is that one is free to go elsewhere if he or she cannot wait.This is unfortunate and its like, it’s beyond systems upgrade. Other banks, like Zenith , did theirs and we did not experience this ugly situation and experience.”
ALSO READ:GTBank Customers In Dilemma Over System Upgrade As First Bank Fixes Date For Migration
Stakeholders React:
Some stakeholders advice that, considering the years it took the bank to build the reputation and strong brank, there is need for its urgent and continued action through provision of easy access to it or the formulation of crisis management strategy to assuage and assure customers on safety of their funds ams brighter future, frequently.
This is because they see prolonged system failures as capable of impacting negatively on the bank’s market share as trust begins to wane.
Also, some of them have blamed Central Bank, (CBN) for its seeming inaction over the challenges of the bank’s customers whose businesses are suffering on the account of the development.
They further argue that since the cashless policy of the bank is dependent on the platform of IT infrastructure, any action or inaction by the bank that tends to discourage customers going cashless should be monitored and checmated.
This is why the recent statement by the Federal Competition and Consumer Protection Commission (FCCPC) warning Nigerian financial institutions of their responsibility to maintain functional digital services should be commended, however, advising, that it however should go beyond that level, to identifying and sanctioning culprits.
In a statement, FCCPC Executive Vice Chairman Tunji Bello noted that disruptions to online banking are no longer just an inconvenience—they are a violation of consumer rights.
Bello underscored that “the right to quality service” under the FCCPA requires that banks maintain essential functionality and reliability.
FCCPC, Bello said is actively monitoring the situation and assessing whether affected customers’ rights to redress are being upheld.
The agency has urged banks to communicate transparently about the scope and expected resolution timeline of service issues, as vague updates leave clients feeling “unsupported and uninformed.”
For the embattled GTBank’s customers, the options are either to remain loyal to the brand, hoping that situations would improve soon and that the bank would device acceptable and reassuring communication strategy that could assuage their fears or explore other brands.
This is in spite of the fact that, businesses are still operating in an environment that, all that matter, in the case of a company, are, ‘packaging, being Smart and service delivery, while for the consumers,” complaints, looking unto government and possibly, porting.
